Michelle Chavez
La Mesa,CA
Summary
Experienced and committed director adept at overseeing daily operations, executing business strategies, and driving financial performance. Demonstrated expertise in market analysis and corporate finance.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Lucky Line Products, Inc.
San Diego, CA
01.1996 - 01.2005
- Managed daily service center operations, serving over 2,500 customers.
- Provided exceptional customer service to ensure customer satisfaction..
- Supervised and coached customer service representatives.
- Designed and implemented a training program resulting in a 50% reduction in errors and improved employee retention.
- Developed and motivated staff through formal and informal coaching, which resulted in a reduction in staff turnover.
- Responsible for reviewing and scheduling customer service representatives to ensure that departmental attendance and punctuality are kept to a minimum with office staff.
- Created and wrote all customer service performance evaluations, and reviewed results with employees in a timely and positive manner.
- Hired and trained all new customer service and administrative employees.
- Designed and reviewed customer service quality control issues on a monthly basis to ensure company goals and kept errors to a minimum.
- Developed and customized a creative marketing plan for over 32 distributors that was a result of a 75% increase in company sales.
- Provided ongoing sales training meetings with all customer service and data entry clerks to review new product distribution, policy changes, monthly reports, and answer any departmental questions.
- Developed and implemented strategies for providing excellent customer service experience.
- Monitored staff performance to ensure adherence to customer service standards.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
Customer Service Manager
Team Reprographics, LLC
01.2006
- Responsible for contacting the top 100 clients on a monthly basis to ensure client satisfaction.
- Responsible for all customer quotations and responding back to customers in a timely manner.
- Developing a training program for all front counter staff, administrative staff, and customer service representatives.
- Responsible for creating training procedures for all departments.
- Responsible for recording and distributing meeting minutes for the sales team and planroom department.
- Handled customer escalations and complaints in a timely and professional manner, which resulted in customer satisfaction.
- Maintained weekly calendars for the Sales Team.
Director of the Lawyer Referral & Information Service ( LRIS)
San Diego County Bar Association
- Manage the daily operations of the call center, which serves over 60,000 customers a year.
- Generated over $1.1 million dollars in revenue.
- Oversaw the Lawyer Referral & Information Service, Fee Arbitration program, and pro bono programs with the Superior Court and military.
- Managed budgeting and financial planning processes for the organization.
- Developed and implemented comprehensive strategies to improve operational processes and organizational efficiency.
- Directed the organization's daily operations, ensuring compliance with applicable laws and regulations.
- Identified opportunities for improvement in operational performance metrics.
- Conducted regular meetings with department heads to review progress on strategic initiatives.
- Developed policies and procedures to ensure compliance with corporate standards.
- Created detailed plans outlining timelines, goals, budgets, staffing needs and other requirements for projects.
- Analyzed customer feedback data to identify trends in product performance or customer service issues.
- Established relationships with vendors and suppliers to secure favorable terms for materials or services.
- Served as a public spokesperson at industry events or conferences.
- Prepared presentations for board meetings summarizing key developments within the company.
- Assessed employee performance against established benchmarks or targets.
- Implemented systems for tracking progress on key initiatives or projects.
- Cultivated strong relationships with customers by responding promptly to inquiries or complaints.
- Recruited, hired and trained employees on operations and performance expectations.
- Guided and motivated staff to drive maximum performance.
- Partnered with staff to create professional development plans to support personal and business growth.
- Built strong referral network to generate new business opportunities.
- Worked with department managers to formulate annual budgets.
- Delegated work to staff, setting priorities and goals.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Provided exceptional customer service to ensure customer satisfaction.
- Developed and implemented strategies for providing excellent customer service experience.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Monitored staff performance to ensure adherence to customer service standards.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Developed policies and procedures related to customer service operations.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
Education
Bachelor of Liberal Arts & Sciences, Psychology -
San Diego State University
12.1989
Skills
- Strong Customer Service Expertise
- Self-Motivated Professional
- Dynamic interpersonal and communication skills
- Proficient in Microsoft Office 365
- Strong Organizational Abilities
- Effective Office Management Skills
- Effective Team Leadership
- Consistent Task Completion
- Proficient in Global Customer Support
- Dependable Professional
- Professional Development Initiatives
- Financial Budgeting
- Team Leadership
- Strategic Business Planning
- Project Management
- Team Leadership
- Creative Problem Solving
- Sales management
- Hiring and Retention
- Information Technology Management
- Comprehensive Strategy Development
Accomplishments
- Speaker at American Bar Assocation's Lawyer Referral Conference each year since 2006
Certification
University of San Diego Paralegal Program, Graduate level ABA Approved
Timeline
Customer Service Manager
Team Reprographics, LLC
01.2006
Customer Service Manager
Lucky Line Products, Inc.
01.1996 - 01.2005
Director of the Lawyer Referral & Information Service ( LRIS)
San Diego County Bar Association
University of San Diego Paralegal Program, Graduate level ABA Approved
Bachelor of Liberal Arts & Sciences, Psychology -
San Diego State University
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